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User Receives 'Unable to Process Request' Popup Intermittently

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Article ID: 215420

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Updated On:

Products

Clarity PPM SaaS Clarity PPM On Premise

Issue/Introduction

Even though users have active sessions within Clarity, they are still getting logged out. The network/SSO team has confirmed that timeout period has been set to greater than 60 minutes. 

[en - Unable to process request - Server or Network error]

Popup with message:
Unable to process request - Server error. Please try again and if problem persists, contact your system administrator.

Environment

Release : 15.9

Component : CA PPM INTEGRATIONS & INSTALLATIONS

Resolution

Since the issue is intermittent, have the end user perform the following:

1. On a daily basis until the issue is reproduced, turn on the browser > Developer Tools > Network
to allow the traffic to be captured as they are using Clarity.

2. Once the issue is encountered, have the user save all the HAR file activity as a .HAR file.

3. Upload the following files to the Support case:
a. HAR file 
b. app-access log from the date the latest issue occurred.


Additional Information

To date, the following SSO implementations appear in the .har file and correspond to the app-access log:

McAfee Web Gateway (MWG) 
GET /mwg-internal/xxxxxx/plugin?target=Auth&reason=Auth&ClientID=xxxxx&ttl=3600&url=xxxx%3D%3D&rnd=xxxxHTTP/0.0

Oracle Authentication Manager (OAM)
GET /oberr.cgi?status%3D500%20errmsg%3DErrEngineDown HTTP/1.1|404

The network team will need to configure the nodes.